5G Home Internet Suddenly Very Unstable And Technical Support Is Essentially Useless


Wondering if anyone else is having similar issues.

First, at $50/month for 5G speeds with no data caps, this service is pretty much the best deal out there.  When it is working well, we typically see speeds in the 60+ Mbps down/ 20+ Mbps up which is by far the best performance we’ve ever had at our house.  

Unfortunately, it has recently become the case that it almost never “works well”.  Over the last couple of weeks, we are lucky if we can get an hour a day where it is getting this kind of performance.  For much of the day, it is actually not even usable (we’re talking less than 1 Mbps and barely registering uploads).

The strange thing is that when we first got this modem, it never seemed to be the case.  I saw some forum discussions that overheating might be an issue, but it really isn’t that hot.  Additionally, when it is performing poorly, I noticed that we are getting less than two bars primary and zero bars secondary on the modem.  Again, this previously wasn’t the case.

Sometime rebooting with temporarily resolve this issue, but I am not kidding when I tell you that most days we restart the modem a minimum of five times.  Many times it simply doesn’t fix anything.

Compounding this is the fact that TMobile seems committed to off-shoring their technical support and the quality of this service is so bad it could be a post in itself.  Over the last couple of months I’ve probably called once a week, which typically eats up an hour of my day and has rarely resolved anything.  On three occasions, the representative told me they would call me back and not one has.  Not one.

On the last call, I managed to get a “manager” on the line who honestly was not any better than those who work for him.  His only solution was to downgrade us to LTE even after I told him that we ultimately go the 5G device because the LTE was working very poorly.

Anyway, I’m 99% sure I’m just going to have to bail on this service and go with Starlink which is available in my area.  This really bums me out because when Tmobile’s service is even working halfway decent it is more than enough for us, but “half-way decent” at this point is a dream state for us.

Again, I’m curious if others are having similar issues.  For what it is worth, we have the Nokia 5G cylindrical tower.

11 replies

Userlevel 1

Same. Not useable. My TMobile cell phone hotspot works great though. Need to look into starlink

Same here in North West Florida, still have the white 4g modem. Only works from 1AM till about 8 AM totally useless the rest of the time.

Userlevel 1

I just rotated the device and it seems to be working longer than 3 minutes

Userlevel 4
Badge +4

@TheloniusJ My device didn’t feel hot to the touch either but it was definitely overheating.


Userlevel 1

So update. Got that fan from Amazon. Didn't solve the problem. Problem was my eero system was causing it to crash. I hope that was the issue. Just connected straight to the tower and things started working again. With the fan turned on my speed doubled! 

I had the exact same problem for over 2 weeks. After 2 hours on the phone they determined I needed a new modem. A new modem solve the problem.  YOU NEED A NEW MODEM 

Just before disconnecting the old modem and removing the SIM card to place into my new one, suddenly 40% update popped up on the screen. Apparently the original router never completed its update. It's my suspicion this is what the problem was, not completing the update.

I have exactly the same problem. And I live in downtown San Diego. This service obviously has major issues. I have to restart my device 10 times a day, had a replacement sent and have exactly the same problem. They are refunding my monthly cost right now because I literally can use about 10MB of my 100MB max per month because how slow the 5g hot spot is. My 4G version worked 10X better.

One positive thing is they will refund your monthly bill for this problem and repay you for Inseego having faulty devices that overheat anytime they get over 73 degrees. These units are faulty and should have fans installed as well as a charging source that doesn’t cause the device to overheat. You have to unplug the units before they get to 100% or even in colder temps they overheat. So fans and unplugging from your power source REGULARLY is the answer until T-Mobile figures out the Inseego units are worthless.

From what I understand, the 5g home internet primary connection is 4g and the secondary connection is the 5g. This seems to be confirmed  by the band  each is using.

WHEN mine is operating relatively well, I have 2 bars on primary (useless) and three bars on secondary (satisfactory with 50Mbs and up)

My problem is I can't get consistent service. Up one day, sick the next!


Leave while you can.  If you have anyone to call that can help do so now!!!  lol no but really if you have any other options, it's not worth the headache.  I could explain to you exactly why its unstable and I have 2 plausible reasons.  But it would be pointless because there is no solution unfortunately.  It's the service.  Hook line and sinker and it will only get worse.  And when it does get worse you wont have support to help you because customer support or technical support or internet support no longer exist.  What does exist is Tuker Suk Makyato of the Philippines who had such great trainer that the only two words of English he speaks is pin code.  Where are my manners I am so sorry.  I did not mean give out his real name.  You will know him by Tracy Mayers of California.  I know they had me fooled for a while too.  Finally I saw past fake name and heard the accent of unknown origins and the voice of a baritone male.  She had me I mean he had me tricked for so long they are good.  I honestly that it was Tracy I was speaking to and she was asking me for variations of different pin codes for a day straight! lol  See if you can get your money back and go.  Until we get an actual support line with people that know what they are talking about this company is not worth the 10 cents in 120.10 I pay each month.

Same problems here in Northeast Ohio. I'm def. Going to have to switch carriers unfortunately. This isn't the only problem though. Alot of the reason we have Internet is because I have gamers in my home. You need internet that has a certain NAT type to be able to play most games online with friends (something this company says they are "working on fixing" but In reality I honestly don't think she knew what I was talking about when I called support. The whole kit and caboodle is junk I'd say!!